Customer Service News and Articles

311 Survey: Customer Service Systems Spread to Smaller Cities and Counties

May 13, 2008 - 311 systems reduce 911 calls and offer better customer service and management information - but cost remains an issue.

311 Survey: Customer Service Systems Spread to Smaller Cities and Counties

May 13, 2008 - 311 systems reduce 911 calls and offer better customer service and management information - but cost remains an issue.

Global Web 2.0 Market to Surge in Next Five Years, Says Forrester

Apr 21, 2008 - Fifty-six percent of North American and European enterprises consider Web 2.0 to be a priority in 2008 according to a recent Forrester survey.

How to Improve Customer Satisfaction with IT

Apr 14, 2008 - Here are some strategies for creating real satisfaction when it comes to helping customers.

Emergency Management Readers Tell Us What They Want

Mar 27, 2008 - Reader poll indicates high interest in preparedness and response.

Beyond CRM and 311: Strategies for Improving Government Services

Jan 27, 2008 - Four myths that keep government from delivering a better customer experience.  

Effective Strategies for Renewing and Upgrading Old Portals

Jan 2, 2008 - This excerpt from a strategy paper from the Center for Digital Government examines some of the key issues to consider when upgrading or renewing a government web portal serving citizens.

Top Digital Cities for 2007

Dec 17, 2007 - The seventh annual 2007 Digital Cities Survey examines how cities are using technology to create a seamless environment between local government and constituents.

Customer Service, Government Style

Oct 31, 2007 - Once an afterthought, government customer service is now closely watched around the globe.

City of Charlotte Improves Customer Service Efficiency with Solution from Ventyx

Oct 24, 2007 - New web-based user interface delivers fast response to customer queries.

Rising to a New Level

Aug 8, 2007 - Service-level agreements haven't fared well with IT consolidation. In Missouri, the situation is different.

Survey: 18M Americans Are Experiencing a Technology Problem Right Now

Jul 17, 2007 - Survey indicates average person can waste up to 80 hours -- or equivalent of two weeks vacation per year -- trying to solve technology challenges.

Eclipsing Portals

Jun 1, 2007 - Toward an anti-proliferation pact.

'Do It Right Now' is the New Competitive Advantage, Study Reveals

Apr 12, 2007 - Speed of customer experience has become a critical competitive factor.

Dutch e-Citizen Charter Promotes Citizen-Centered Government

Apr 10, 2007 - Each requirement is formulated as a right of a citizen and a corresponding duty of government.

Union Supports Bill Requiring Call Center Workers to Disclose Their Location

Apr 4, 2007 - Call Center Consumer's Right to Know Act.

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